Hyatt Legal Plans Awarded Bronze Stevie in 2019 American Business Awards

CLEVELAND, May 13, 2019 – Hyatt Legal Plans was once again honored with a Bronze Stevie in the Customer Service Department of the Year category of the American Business Awards®.

The American Business Awards are the nation’s premier business awards program. Nicknamed the “Stevies” for the Greek word meaning “crowned,” the awards recognize outstanding customer service among companies in the U.S. More than 3,800 nominations were reviewed in the judging process this year.

2018 was a year of exponential growth for Hyatt Legal Plans. As part of this growth, the company hired 20 new call center representatives and created a new role of Talent Acquisition Manager. This individual is now solely focused on hiring and training call center representatives as well as ongoing development.

“Although our call center saw a significant increase in call volume in this year, we were still able to meet all our performance goals,” says Jean Ritchie, Director of the Client Service Center. “This award is recognition of the work we’ve put into training and developing our associates to really listen and respond to customer needs.”

Some highlights from the year:

  • Calls answered in an average of 4 seconds
  • Achieved 0.53% abandonment of calls, less than 1% is the goal.
  • 92% of members said in a survey that they were satisfied with the service provided by Client Service Representatives

Hyatt Legal Plans has won this award for the last seven years. Over the last several years, the company has implemented a variety of improvements focused on customer service, most of which came out of their “Voice of the Customer” program. This companywide initiative encourages associates to collect the customer feedback they hear in everyday conversations and pass along for internal committees to review and implement improvements.

Details about The American Business Awards and the list of 2019 Stevie winners are available at

About Hyatt Legal Plans

Hyatt Legal Plans, a MetLife company, helps Americans address important life issues through legal services plans. The company provides affordable access to the most commonly needed legal services to millions of Americans nationwide. MetLaw®, Hyatt’s model group legal plan, features a nationwide network of over 15,000 licensed attorneys and award-winning client service available by phone or online. For more information, visit

About the Stevie Awards

Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at

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